Customer Success Manager

Customer Success Manager

Reports To:

N+1 Manager, Customer Success

N+2 Director, Customer Success

N+3 Chief Operating Officer

N+4 CEO

About inpart

inpart

is the industry-leading provider of partnering technology solutions tailored for the biopharma realm. Serving the majority of the globe's top-tier pharmaceutical enterprises and emerging biotechs, our platform champions streamlined partnerships. Our unique strength is found in our diverse and international team, with over 35 nations represented. We are united by our core values: customer focus, diversity, and excellence.

Job Overview

The Customer Success Manager (CSM) ensures the continued success of the rapidly growing strategic customer base. The CSM is responsible for post go-live activities of Pharma customers; you are the main point of contact, a trusted advisor, and an expert in industry best practices. The CSM is the person clients consult with to further improve their processes, manage change, and realize the benefits of using Inpart solutions. The CSM works hand-in-hand with the key account managers, developing and executing account plans for upsell and cross-sell opportunities. 

What this role is (and is not)

This role is
:

• A strategic post-go-live leader, ensuring value is realized by clients
• A proactive, trusted advisor to clients for best practices and guidance
• A growth leader for our business to expand within existing accounts

This role is not
:

• A first level support or ticket-driven role
• A passive role that acts solely on direction from clients
• A pure sales position

What we're looking for in Attitude & Approach

• Highly autonomous, self-starting, and entrepreneurial; you take ownership without waiting for direction or perfect processes
• Comfortable operating in ambiguity and solving problems through trial, iteration, and critical thinking before escalating.
• Creative and strategic thinker who challenges the status quo and finds solutions beyond "how it's always been done
• Exceptionally emotionally intelligent; able to read the room, build trust quickly, and navigate complex stakeholder dynamics.
• Confident leading conversations with clients at all levels, setting clear expectations and managing difficult moments with poise.
• Willing to push back when needed, balancing empathy with accountability to drive outcomes.
• Sees Customer Success as a leadership role, not a reactive function.

Key Responsibilities

• Own and Lead Your Portfolio

Oversee a portfolio of accounts, supporting client success through onboarding, adoption, account expansion, and renewal. Take responsibility for ensuring positive outcomes by proactively driving engagement and demonstrating value. 

• Plan and Execute Post-Go-Live Success

Collaborate with Project Managers to define post-go-live strategies that ensure adoption, ROI on business goals, and progressive activation of out-of-the-box features.

• Be the Face of Inpart for Clients

Lead on-site or online training sessions, strategic business reviews, and brainstorming workshops to deeply understand client workflows and align them with our platform's capabilities. When projects are complex, bring in the Consultant Director as needed. 

• Configure and Guide Product Use

Manage configuration updates in the Inpart platform based on validated client requests, while also advising clients against workflows that would create inefficiencies or long-term complexity.

• Stakeholder Relationship Management

Build and maintain strong relationships across all levels of client organizations, including executive sponsors and cross-functional stakeholders, to drive alignment and renewals.

• Strategic Collaboration Across Teams

Partner with Sales to co-own account strategy and expansion goals. Work with Product to translate client insights into features. Align with Marketing to support messaging that resonates with real user needs.

• Contribute to Internal Team Growth

Continuously improve internal playbooks, share learnings, and collaborate with peers to refine best practices and enhance the collective impact of the Customer Success team

• Ensure usage of the platform follows security
  and data‑protection best practices,
• advise clients on secure configurations and identify potential risks in workflows and coordinate with internal Security/Product teams on security questions, assessments, and audits.

Qualifications

• Bachelor's degree or master's degree in sales/business administration with a minimum of 3 years' CSM / Consultant or equivalent work experience in biopharma or an adjacent industry.
• A passion and aptitude for technology and business transformation, in particular related to the adoption of CRM software
• Enterprise-level B2B Account Management and Client Relationship Management experience
• Understanding of SaaS security fundamentals (authentication, access control, data protection) are a plusProven experience with account planning & customer success plans
• Excellent communication and presentation skills; detail-oriented
• Willingness to travel regularly (approx. 20% of work time)
• English native level mandatory
• French native is a plus